Customer Service Escalations Team Leader, Afterpay

Company Description
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers!

We are seeking a results focused individual with a naturally positive mindset, who has a strong background in leading a team and service delivery responsibilities in resolving customer service complaints/ dispute resolution.
As a Escalations Team Leader of our Internal Dispute Resolution (IDR) process you will be managing and mentoring a team of approximately 8- 10 people who help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework.
As a Team Leader of this team, you will have dual responsibilities as a Qualified Manager for our consumer lending licensed servicing activities.
This role is responsible for:

• Manage and monitor Escalations workflow, incoming requests and queue management in accordance to required policies and procedures to provide a supportive customer experience and ensuring timely and fair outcomes are achieved
• Act as an escalation point for the Escalations Team and take personal ownership and ensure resolution of Escalations as required; lead from the front in solving customer issues as needed
• Partner with and escalate to External Dispute Resolution (EDR) Leaders and team members to stay connected to complaint themes and best practice resolution approaches and help evolve dispute resolution at Afterpay / Clearpay globally
• Ensure feedback loops / coaching data is shared on trends back to front line Customer Service teams to help improve first point resolution (and reduce Escalations if possible)
• Manage servicing of ad-hoc projects, remediation activity or new to market launches may be required from time to time
• Develop productive working relationships with a range of stakeholders across the Operations team and where required product and technology to resolve customer complaints
• Ensure the team investigate, manage, and resolve customer requests and complaints, in accordance with policies and procedures to deliver the best possible customer outcome
• Leading the Escalations Team (IDR process) who provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
• Manage in a omni-channel environment which includes messaging and other social media platforms
• Analyze Escalation complaint data, report on trends to the business, and make recommendations to improve processes. Includes but not limited to input to Complaint Reporting and ongoing Complaint Reviews to ensure key insights are understood and addressed
• Provide performance management for developing employees
• Respond to and support Customer Service Teams in management of technology Incidents impacting customer service delivery as required
• Monitor quality, productivity and service standards of the team to ensure KPIs are delivered and Afterpay / Clearpay complaint management policy frameworks are met, including our obligations to regulatory frameworks

Qualifications
Prerequisite:

• Experience should be detailed (detailed job duties or description) and verified
• Minimum 5 years experience in operations/servicing in customer service, credit risk industry or collections in managerial or supervisory capacity
• Require Background check, identity verification, fingerprint and financial disclosures where relevant

To be successful in this role you will have:

• Strong time management skills
• Data Analysis and Insight capability; Proven examples of ability to identify and understand process trends / themes and to formulate meaningful insights from this for action or attention
• Strong attention to detail and the tenacity to seek a solution to a problem
• The ability to effectively manage performance and coach team members in order to maximize performance and ensure great service is delivered
• Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment
• Experience managing a team within an Omni-channel environment and strong digital experience (Email, messaging and social media channels)
• Excellent written and verbal communication skills

Other

• Willing to travel in very minimal occasions to either support new launches or to attend training
• The global nature of our team may require this role to work flexibly from time to time in order to to connect to colleagues who operate in North America, Australia, UK and Spain

Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $103,900 - USD $126,900
Zone B: USD $96,600 - USD $118,000
Zone C: USD $88,300 - USD $107,900
Zone D: USD $77,900 - USD $95,300
To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Benefits include the following:

• Paid parental and caregiving leave
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• Paid time off
• Employee Stock Purchase Program
• Retirement Plans including company match
• Paid Life insurance, AD&D. and disability benefits
• Healthcare coverage
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Learning and Development resources

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace.
Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.
Learn more about our efforts to promote inclusion and diversity at block.xyz/inclusion
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.